topic Re: Broadband unauthorised transfer in Broadband

Broadband unauthorised transfer

LRB1 — Tue, 18 Feb 2025 15:37:09 GMT

3 Feb received email from Sky 'sorry your leaving , it's not too late to change your mind.. call if you want to stay'

Called and said we had never enquired or requested a switch to another broadband provider and wanted to stay on our current subscription. They . Assured it must just be a mistake with the address and they would stop it, not to worry it would be sorted. Since then I have spoken to a lot of different Sky personnel who have all given conflicting information but all promised they would sort and call back and we would not be without internet. . They never did call back I always ended up calling them and being passed from one dept to another (hours on phone!). Well this morning we got up and no internet !! Called and basically they said cannot just switch us back on and the super fast that we had up until yesterday is not available at this address. Internet is essential, banking, work, etc but we have been left high and dry through no fault of our own. This is just so stressful. Help

Re: Broadband unauthorised transfer

Chrisee — Tue, 18 Feb 2025 15:43:35 GMT

@LRB1 thst sounds bad so I have escalated your issue to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Broadband unauthorised transfer

Tom-W19 — Tue, 18 Feb 2025 15:52:18 GMT

Thanks for escalating. We've sent an invite to @LRB1.

Re: Broadband unauthorised transfer

LRB1 — Mon, 10 Mar 2025 13:29:49 GMT

I am still having major problems please help. I spoke to a Jason in the complaints team this morning and could do with speaking to him again

Re: Broadband unauthorised transfer

Daniel0210 — Mon, 10 Mar 2025 13:39:52 GMT

@LRB1

You woukd need to initiate contact with Sky on the phone again I'm afraid.

Re: Broadband unauthorised transfer

IntVic — Mon, 10 Mar 2025 13:52:25 GMT

@LRB1 Sorry to hear of your issues. Do you know which provider your property was supposed to have been transferred to? I am curious as to how this could have happened.

I also wonder if there is any way you can determine if your broadband line is live with another provider?

Sorry no answers but this thread is valuable and possibly a warning too.

Re: Broadband unauthorised transfer

Daniel0210 — Mon, 10 Mar 2025 14:02:21 GMT

@IntVic wrote:

I am curious as to how this could have happened.

Someone may have applied for broadband at an address and accidentally put an incorrect house number or postcode in.

I also wonder if there is any way you can determine if your broadband line is live with another provider?

If there's a landline phone dial 17070 and the automated message should state the phone number and iirc the network as well.

Re: Broadband unauthorised transfer

IntVic — Mon, 10 Mar 2025 14:10:08 GMT

@Daniel0210 ... so a mistake could end up screwing everyone over... the customer or made the mistake is paying for broadband they cannot use, and someone loses their broadband.

Not fun 😥

Re: Broadband unauthorised transfer

Daniel0210 — Mon, 10 Mar 2025 14:15:14 GMT

@IntVic

It's a fairly common mistake.

Re: Broadband unauthorised transfer

LRB1 — Mon, 10 Mar 2025 14:29:37 GMT

I was hoping to contact

Tom-W19,

Sky employee who helped me out previously since it is impossible to get to speak to the right person at Sky.

i have escalated this to the official Ofcom Complaints team (ombudsman) who is monitoring